Customer Service Manager

ThriftBooks•Dallas, TX

6d•Hybrid

About The Position

ThriftBooks is hiring a Customer Service Manager to lead a team of Customer Service Representatives serving customers through phone, email, chat, and social channels. The role is responsible for operating a 24/7 contact center and managing scheduling, service levels, first-contact resolution, quality, coaching, retention, and workflow for an in-house hybrid workforce across multiple time zones. The manager will help ensure the department meets and exceeds customer expectations and contributes to the company's success and growth. This is a salaried, full-time hybrid position combining work from home and in-person work in Dallas, Texas. Applicants must be within driving distance of Dallas. The role follows a set shift pattern that includes morning and afternoon hours, and weekend shifts are required. Travel may be up to 10% based on demand.

Requirements

At least 6 years of experience in customer service management, including developing and implementing effective strategies and leading high-performing teams.
Experience leading high-volume customer support teams in a multi-channel environment, including phone, email, and chat.
Demonstrated customer or client focus, with courtesy, confidence, tact, patience, and diplomacy when handling complex problems.
Strong leadership skills, including the ability to motivate, coach, and develop team members.
Outstanding communication and interpersonal skills for building relationships across organizational levels.
Experience with customer service software, CRM systems, and technologies related to customer support and engagement.
Proficiency with Microsoft Suite, CRMs, teleconferencing applications, and internal messaging systems.
Excellent analytical and problem-solving abilities, attention to detail, and proficiency using data to inform decisions.
Ability to take end-to-end ownership.
Excellent written and verbal communication skills, with the ability to communicate concisely and precisely.
Must be willing to work a set shift pattern that includes morning and afternoon hours, and required weekend shifts.
Must be legally authorized to work in the United States.
Must be willing to authorize a pre-employment background check.

Nice To Haves

Bachelor’s degree in business administration, management, or a related field.
Prior workforce planning and scheduling experience.

Responsibilities

Help lead and support a high-performing 24/7 Customer Service team across phone, email, and chat channels.
Coach, develop, and mentor team leads and representatives to achieve individual and team performance goals.
Monitor service level, response time, quality, customer satisfaction, productivity, and schedule adherence.
Identify trends, analyze performance data, and implement solutions to improve operational efficiency and customer experience.
Partner with leadership to develop staffing strategies and ensure appropriate coverage across channels and shifts.
Drive continuous improvement by evaluating workflows, identifying process gaps, and implementing scalable solutions.
Maintain and optimize customer service tools, ticketing systems, knowledge bases, and operational databases.
Collaborate with Operations, IT, Product, Fulfillment, and other departments to resolve customer issues and improve internal processes.
Ensure consistent application of company policies, service standards, and quality expectations.
Assist in developing training materials, standard operating procedures, and knowledge management resources.
Foster a positive, customer-first culture that promotes accountability, collaboration, and continuous learning.
Oversee customer interactions across multiple channels to ensure consistency and quality.
Lead talent acquisition, training, and development efforts.
Manage escalated customer issues and oversee fraud prevention strategies.